Real agents.
Real outcomes.

Field Sales Performance & Retailer Analytics

Limited visibility into sales rep performance and retailer behavior trends made it impossible to identify underperforming territories or coach reps in real time.

• Deployed Agentforce field app for real-time data collection at the point of sale
• Built AI-powered dashboards surfacing rep KPIs, visit frequency, and sell-through rates
• Configured AI agent to automatically flag low-performing retailers and trigger action plans
• Integrated leaderboard gamification module to incentivize top performers

• ✓40% improvement in sales decision-making speed
• ✓Identified and recovered 18% of previously at-risk retail accounts
• ✓Leaderboard drove 22% increase in rep-initiated retailer visits
• ✓Region managers reduced reporting time from 4 hours to 20 minutes per week

Omnichannel Customer Loyalty & Personalisation

Disconnected online and in-store data meant customers received irrelevant promotions, leading to declining repeat purchase rates and low loyalty program engagement.

• Unified customer profiles across e-commerce, POS, and loyalty platforms via Data Cloud
• Agentforce agent recommends personalised offers at checkout based on purchase history
• Automated re-engagement journeys triggered by dormancy signals
• Real-time inventory-aware promotions to prevent overselling

• ✓31% increase in loyalty program active members within 90 days
• ✓Personalised campaigns outperformed generic blasts by 3.2× on conversion
• ✓Cart abandonment recovery rate improved by 27%
• ✓Customer lifetime value up 19% year-over-year

Predictive Maintenance & Asset Intelligence

Reactive maintenance strategies were causing costly unplanned downtime, with field technicians often arriving on-site without the right parts or information.

• Integrated IoT sensor telemetry into Salesforce Asset 360 for live equipment health monitoring
• Agentforce AI agent detects anomaly patterns and raises predictive maintenance cases automatically
• Smart work order creation routes the right technician with correct parts pre-dispatched
• Knowledge base agent provides technicians with step-by-step repair guidance in the field

• ✓35% reduction in unplanned equipment downtime
• ✓Predictive alerts issued 48+ hours before failure events
• ✓First-time fix rate improved from 62% to 84%
• ✓Annual maintenance cost reduced by $1.2M across 3 plants

Dealer & Distributor Portal Transformation

Dealers placed orders via email and phone calls, causing delays, errors, and zero visibility into order status — straining relationships and operational capacity.

• Launched self-service Experience Cloud portal for dealers to place, track, and modify orders
• Agentforce agent handles order queries, delivery ETAs, and return requests 24/7
• Automated credit limit checks and approval workflows for high-value orders
• Integrated ERP data to surface real-time inventory levels inside the portal

• ✓Order processing time cut from 3 days to 4 hours on average
• ✓Dealer satisfaction (CSAT) increased from 58 to 82 out of 100
• ✓60% of dealer queries now resolved without human agent involvement
• ✓Sales ops team capacity freed by 40% to focus on strategic accounts

Patient Engagement & Care Coordination Automation

Manual appointment reminders, fragmented care notes, and siloed patient data were resulting in high no-show rates and gaps in post-discharge follow-up care.

• Connected EHR data to Salesforce Health Cloud for a unified patient 360 view
• Agentforce agent sends personalised appointment reminders and pre-visit instructions
• Automated post-discharge outreach journeys for high-risk patients based on clinical flags
• Care coordinators receive AI-generated summaries highlighting patients needing immediate attention

• ✓No-show rate reduced by 34% within the first quarter
• ✓Post-discharge readmission rate decreased by 21%
• ✓Care coordinators handle 2× the patient caseload with AI-assisted triage
• ✓Patient satisfaction scores improved by 18 points NPS

Medical Device Sales & Service Optimisation

Sales reps lacked visibility into device usage patterns and service histories, causing missed renewal opportunities and reactive service escalations.

• Integrated device telemetry and service records into Salesforce for account-level health scoring
• Agentforce renewal agent proactively alerts reps 90 days before contract expiry with suggested actions
• Automated service case creation from anomaly signals with intelligent priority routing
• Field service scheduling optimised with AI-driven territory and availability matching

• ✓Contract renewal rate improved from 71% to 89%
• ✓Service escalations reduced by 46% through proactive outreach
• ✓Average resolution time for field service cases down by 38%
• ✓Revenue from upsell at renewal increased by $2.4M annually

Intelligent Wealth Client Onboarding

New wealth management client onboarding took 3–4 weeks due to manual document collection, fragmented compliance checks, and lack of advisor visibility into onboarding status.

• Built guided digital onboarding flows in Financial Services Cloud with automated document requests
• Agentforce agent follows up with clients on missing documents and answers FAQs in real time
• Compliance screening integrated with KYC/AML providers, with exceptions routed to compliance team
• Advisor dashboard shows live onboarding pipeline with bottleneck flags

• ✓Onboarding cycle reduced from 21 days to 6 days on average
• ✓Client drop-off during onboarding reduced by 43%
• ✓Compliance team effort on routine cases cut by 55%
• ✓Advisor capacity for new client acquisition increased by 30%

AI-Driven Loan Origination & Collections

Loan officers relied on manual data gathering and inconsistent scoring models, while collections teams lacked prioritisation tools to focus on highest-recovery accounts.

• Agentforce agent gathers applicant data, validates documents, and pre-fills credit applications
• AI risk scoring model integrated into Salesforce to provide consistent, auditable decisions
• Collections agent segments overdue accounts by recovery probability and recommends optimal outreach
• Automated payment reminder journeys with escalation paths based on response behaviour

• ✓Loan origination time reduced by 52% end-to-end
• ✓Default prediction accuracy improved by 29% versus legacy model
• ✓Collections recovery rate on prioritised accounts up 37%
• ✓Regulatory audit preparation time reduced by 60%

Enterprise Software Renewal & Expansion Intelligence

Customer success teams lacked early warning signals for churn, and renewal managers were reacting to at-risk accounts too late in the cycle to course-correct.

• Built product usage health scores in Salesforce from telemetry data via Data Cloud
• Agentforce CS agent surfaces at-risk accounts with recommended intervention plays
• Automated quarterly business review (QBR) preparation with AI-generated account summaries
• Expansion opportunity agent identifies upsell triggers based on feature adoption patterns

• ✓Gross revenue retention improved from 83% to 93% within two quarters
• ✓At-risk accounts identified 60 days earlier on average
• ✓QBR prep time reduced from 3 hours to 20 minutes per account
• ✓Net revenue retention (NRR) increased by 11 percentage points

Technical Support Automation & Deflection

L1 support volume was growing faster than headcount, with agents spending excessive time on repetitive diagnostic tasks and knowledge lookups instead of complex problem-solving.

• Deployed Agentforce support agent to handle L1 queries with guided troubleshooting flows
• Knowledge base AI surfaces contextual articles to both customers and human agents
• Intelligent case routing escalates only unresolved issues to the right L2/L3 specialist
• Post-resolution agent triggers CSAT surveys and flags recurring issues for product teams

• ✓46% of inbound support tickets resolved autonomously without human touch
• ✓Average handle time for escalated cases reduced by 31%
• ✓CSAT increased from 72% to 88% within 6 months
• ✓Support cost per ticket reduced by 39%